1 How the tool works
The Remote Control Tool lets you take control of remote computers. It is opened from the Tools menu.
There are two ways to use it: select the computer you want to control (Computer Selection), or select a user and find the user's primary devices (User Selection).
| Your situation | Use |
|---|---|
| You know the name of the computer | Computer Selection: pick the Computer option and search for the computer. You also see its primary users and assigned software. |
| You only know who needs help | User Selection: pick the User option, search for the user, and choose one of the user's primary computers. |
Both options end in the same way: click Connect in the lower right corner. The button is only active when a computer has been selected. See Using the Remote Control Tool.
Which of the two options you see depends on your security role. You only find the computers and users your role may manage.
For administrators: to configure the tool, see Remote Control Tool Configuration.
Best practice
Check that the computer is online before you connect: the marker next to the computer name shows its status. Give remote control only to the security roles that need it; selecting a computer and selecting a user are separate functions.
2 Best practice
- Choose the computer from the list. Connect stays disabled until a computer has been selected.
- Check the status marker next to the computer name before you connect. The online status is checked when the computer is selected.
- Expect the list to depend on your security role. The search only finds the computers your role may manage.
3 Troubleshooting
| Symptom | Cause | What to do |
|---|---|---|
| Connect stays greyed out although a computer is selected. | No path for the remote control viewer is set under Settings. The log shows: “No path for the remote control viewer is specified under Settings.” | Ask your administrator to set the viewer path, as described in Remote Control Tool Configuration. |
| Connect stays greyed out after you typed a computer name. | The typed name matches no computer, or more than one, that your role may manage. | Choose the computer from the list, or type its full name exactly as it appears. |
| A computer you know does not appear in the search. | Your security role does not allow you to manage that computer. | Ask your administrator to check your role. |